Senior Director Customer Care, Contact Center- Chat - Full-time / Part-time

The ideal leader is an expert in the Digital Contact Center Operation profession and has experience leading digital care operations. This role is very focused on providing excellent customer support and care KPI attainment on chat and social channels while supporting digital roadmap. Conduct Contact drivers and performance assessments to identify opportunities to improve performance, increase revenue and optimize operations. Leverage and share best practices and work on process improvement opportunities. Possess a proven ability to anticipate care operations requirements and resolve roadblocks in all situations. In addition, will lead the team to ensure day-to-day operational stability and continuous improvement. 

Day-to-day leadership responsibilities, including enhancing customer satisfaction by directing and steering dynamic teams to effectively resolve issues in coordination with internal and external stakeholders. 
Manage the performance of chat and social care operations in multiple sites. 
Partner with WFM team on requirements and short/long range planning. 
Monitor chat and social KPIs and take immediate actions to improve when necessary.  
Escalates and provides quantified alternatives along with information required for decision making. 
Present performance evolution to Senior leadership identifying drivers and improvement opportunities. 
Work closely with the Vice President, Care Operations to define the strategies, outline requirements, plan implementations and measure the results of the care digital channels operations and delivering on KPIs. 
Identify upselling and cross selling opportunities and implements needed changes to generate revenue within the digital care process. 
Gathers Ops feedback and collaborates closely with cross functional stakeholders to drive product enhancements based on Care Ops feedback. 
Identify the tools and technologies required for chat and social care channels. 
Collaborate with stakeholders to assess tools and technologies required to enhance and grow care digital assisted channels. 
Contribute to planning and deploying new tools ensuring best possible outcomes from both quality and efficiency standpoints. 
Responsible for delivering processes to support care digital assisted channels and establish proper inter-departmental cooperation with key stakeholders. 
Designs robust customer care procedures, policies, and standards to achieve high-level customer experience in chat and social media. 
Analyze the customer contact drivers, identify specific improvement opportunities, and work on developing operational action plans and cross-functional initiatives that improve NPS, customer satisfaction and customer loyalty. 
Identify training needs and ensure timely fulfillment, measures training efficiency and shares improvement opportunities. 
Ensure high performance by clearly defining team member responsibilities, empowering team members to fulfill their responsibilities and supporting their efforts to do so, tracking progress, providing feedback, and holding team members responsible for meeting agreed-upon goals. 
Remains updates with digital Care best practices and present them to team, leadership and stakeholders. 
Establish proper inter-departmental cooperation with key stakeholders. 
Diplomatically handle conflicts and facilitate cooperative team resolutions. 
Work across management levels with both internal and external partners. 
Other duties as assigned. 

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Experience in telecommunication industry
Ability to work cross functionally and influence at director and above levels
10 plus years leadership experience 
Digital channel management experience at a leadership level
Strong written and verbal communication skills  
Strong presentation skills 
Able to work under pressure and meet challenging deadlines without compromising quality
Building Effective Teams 
Ability to delegate and track project performance
Data driven and results oriented
Effective interpersonal, communication, and collaboration skills
Extremely organized and ability to multitask
Good understanding of BPO
Ability to travel 10%
B.S. or B.A. degree required; Master's degree preferred